AT&T Community Forums

.5% - 1% packet loss on Pace GW with ATT Fiber

Hi, i'm experiencing consistently .5%+ packet loss on my ATT Internet, and the loss is now causing my video calls for work to have issues. I have been running ping tests to various endpoints and consistently see 3-5 consecutive dropped packets out of approximately every 500 packets. I have unplugged my ATT gateway several times, removed power to the network interface device on the side of my house, but have no luck. The packet loss is still there even when hard-wired directly to one of the LAN ports of the Pace GW. I'm not sure what else to do at this point.

Responses

ATTHelp

Community Support

•

215.6K Messages

11 months ago

Hello @lehighwiz34. We say your post and wanted to reach out with some information regarding packet loss to see if we can work together to identify the causes of your video call concerns.

Generally speaking, .5% to 1% is rather good. We typically wouldn't expect to see many disruptions for anything under 4%. But that does not necessarily mean that it is not indicative of something we can still improve!

To better understand your situation we'd like to ask a few questions and make a few suggestions for things to try:

When you mention 'dropped packets' are you referring to FECs, or Forwarding Error Corrections? If that is the case there could indeed be something wrong with your line that we may be able to help with.
Where are you testing your ping? We recommend using our Gateway User Interface to conduct diagnostics, if you are not already doing so, by typing 192.168.1.254 into any web browser. The user interface may differ slightly from gateway to gateway, but we recommend using our official forums post on ping and latency to guide you to a ping test. Please try a test there using yahoo.com as the address and let us know the results!
Do you have your gateway connected to a third party router? If so this may cause some minor slow downs or packet loss, especially if your IP passthrough was not configured entirely correctly.
You can also try to optimize your connection in general. In particular we would like to recommend making sure there are no sources of radio interference nearby your gateway.
When you are on your video calls, you can use the Smart Home Manager app to prioritize that device, and even remotely disconnect other unused devices to ensure you have the best possible connection at that time.